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🤖 Automations

Automate repetitive actions and create intelligent workflows.

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📋 What are Automations?

Automations are “IF this THEN do that” rules: 
IF conversation received after hours
THEN send message "We'll return at 9am" 
AND add label #after-hours

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✨ What Can You Automate?

Assignments

Distribute conversations automatically

Messages

Automatic responses

Labels

Apply tags

Priorities

Change priority

Status

Change conversation status

Notifications

Notify agents/managers

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🆕 Create Automation

  1. “Settings” → “Automations”
  2. “New Automation”
  3. Configure:

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Name

"After Hours Support"

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Event (Trigger)

When rule is triggered:
  • 📥 Conversation created
  • 💬 Message created
  • ✅ Conversation updated
  • 👤 Contact created/updated

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Conditions (Filters)

When to apply rule: 
IF all conditions are true:
├─ Current time: Between 6:00 PM and 9:00 AM
├─ Day of week: Any
└─ Inbox: WhatsApp Support

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Actions

What to do: 
THEN execute:
├─ Send message: "Hello! We're after hours..."
├─ Add label: #after-hours
└─ Assign to: Nobody (stays in queue)
  1. Activate and Save

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🎯 Practical Examples

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1. Auto-response After Hours

Trigger: Message created
Conditions: 
├─ Time: 6:00 PM - 9:00 AM OR
├─ Day: Saturday, Sunday
└─ Conversation status: Open
Actions: 
├─ Send: "Hello! We'll return during business hours 
│        (Mon-Fri 9am-6pm). Leave your message!"
├─ Label: #after-hours
└─ Status: Pending

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2. Prioritize VIPs

Trigger: Conversation created
Conditions: 
├─ Contact has label: #vip OR
└─ Contact.plan: Enterprise
Actions: 
├─ Priority: Urgent
├─ Label: #high-priority
├─ Assign: Top 3 agents (round robin)
└─ Notify: [email protected]

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3. Routing by Keyword

Trigger: Message created
Conditions: 
├─ Message contains: "buy" OR "price" OR "quote"
└─ Status: Unassigned
Actions: 
├─ Label: #sales
├─ Assign to: Sales Team
└─ Send: "I'll connect you with our sales team!"

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💡 Best Practices

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Design

✅ One responsibility: Each automation does one thing
✅ Descriptive name: “VIP - Assign to Senior”
✅ Test first: Activate in 1 inbox first
✅ Document: Explain why it exists

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Performance

✅ Specific conditions: Avoid very broad automations
✅ Disable unused: Remove unused rules
✅ Monitor: Check logs regularly

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Maintenance

✅ Review quarterly: Rules still make sense?
✅ Optimize: Combine similar rules
✅ Update: Processes change, rules too

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🚀 Next Steps

Macros

Manual actions with 1 click

Bots

Complex automated conversations